ForwardChat - 2026 Pricing, Features, Reviews & Alternatives

ForwardChat is a cloud-based WhatsApp customer service automation platform built for Malaysian small and medium-sized enterprises across retail, F&B, fashion, beauty, electronics, automotive, logistics, property, manufacturing, and B2B distribution. Operating exclusively through the official WhatsApp Business API, the platform handles inbound customer enquiries, product recommendations, lead capture, and sales handoffs around the clock without requiring a dedicated technical team or coding knowledge. The conversational AI understands natural language across Bahasa Malaysia, English, Chinese, and Manglish, and is grounded in a business-specific knowledge base covering products, pricing, policies, and operating hours, maintained by the platform team on the customer's behalf.

Core capabilities include image recognition, which identifies products from customer-sent photos and returns SKU, price, and stock availability; lead qualification against plain-language configurable rules with automatic routing of hot leads to sales staff via WhatsApp utility templates; and a human takeover mode that allows staff to join any conversation while the AI stands down. A supervised mode lets staff review and approve AI replies before sending, with corrections applied as permanent learning going forward. WhatsApp broadcast campaigns with delivery analytics are available with no markup on Meta messaging fees. Interactive message formats, including tappable menus, buttons, payment QR codes, photos, and documents, are supported across all plans.

Setup is handled end-to-end by the ForwardChat team through a White Glove Setup process that covers AI configuration, product import, and pre-launch testing, with no flow builders or on-premises infrastructure required. Plans support between 6,000 and 24,000 AI replies per month, and a 14-day free trial with White Glove Setup is included. Pricing is structured in Malaysian Ringgit with no markup on Meta messaging fees.